Customer Service Manager

RESUME

Terrye T. Woods

**** * ** ****

Texarkana, Texas 75501

E-mail: ********@**********.***

Home: (903) - 838-7083

Mobile: (903) - 490-5568

WORK EXPERIENCE:

Orthopedic Specialists, Inc. (06/07/2010 - 08/07/2010) - Customer Service;

Texarkana, Texas; Supervisor: Human Resources - 903-***-**** ; Hours per

week: 40

Duties: Scheduled and confirmed patient diagnostic appointments, surgeries and medical

consultations. Compiled and recorded medical charts, reports, and correspondence, using

typewriter or personal computer. Answered telephones, and directed calls to appropriate

staff. Received and routed messages to appropriate staff. Greeted patients and visitors,

ascertained purpose of visit, and directed them to appropriate staff. Interviewed patients

in order to complete documents, case histories, and forms such as intake and insurance

forms. Operated office equipment such as voice mail messaging systems, and used word

processing and other software applications to prepare reports, invoices, letters, case

histories and medical records. Transmitted correspondence and medical records by mail,

e-mail, or fax. Performed bookkeeping duties, such as credits and collections, prepared

and sent financial statements and bills, and maintained financial records. Completed

insurance and other claim forms. Worked independently, and as a team member, under

normal supervision.

J C Penney (04/01/2009 - 02/01/2010) - Catalog Customer Service; Texarkana,

Texas;

Supervisor: Human Resources - 903-***-****; Hours per week: 40

Duties: Maintained a professional, friendly, customer oriented attitude at all times, and

remained composed, tactful and diplomatic under the pressure of multiple customer

inquiries and other responsibilities associated with the Company consumer catalog and

web site business. Expedited customer orders, including keeping them informed of delays

or early fulfillment. Provided excellent customer service, met customer requirements,

solved problems, and thus encouraged future business. Interacted with customers to

provide information in response to inquiries about products and services and to handle

and resolve complaints. Received customers requests by telephone or in person, analyzed

requests, provided information requested or ascertained who could best provide the

information, and routed request to proper person. Analyzed transactions, corrected

records, and adjusted errors. Traced status of orders through Expediting Department.

Resolved customer questions related to orders. Wrote up orders, mailed catalogs to

customer. Responded to customers requests via telephone or mail. Contacted customers

to ascertain data omitted on orders. Utilized my knowledge of product line, prices,

delivery time, drop ship items, various marketing promotional services, and similar data.

Prepared and forwarded preliminary paperwork to Returns and Replacements on problem

orders and orders not received. Worked independently, and as a team member, under

normal supervision.

Downtown Women’s Center (The Uptown Shoppe) (10/15/2007 - 11/11/2008) -

Assistant Manager; Amarillo, Texas; Supervisor: Human Resources - 806-***-****;

Hours per week: 40

Duties: Operated The Uptown Shoppe in accordance with the Downtown Women’s

Center directions, goals, policies and procedures. As necessary, managed, directed and

was responsible for the performance and job activities of the Volunteers and the

Community Service/Probation workers. I ensured that The Uptown Shoppe was operated

in a manner that maximized sales profitability, met or exceeded projected budgeted

revenue and net profit, and was operated in accordance with policies and procedures.

Ensured that staff remained in compliance with all applicable requirements. Kept the

Shoppe focused on the mission of the Downtown Womens Center and was known as a

source for community outreach. Ensured quality merchandise and adequate inventory

stock levels were maintained by regular donations of merchandise to the Shoppe.

Established that Shoppe customers and donors were treated in a friendly, professional,

courteous, and prompt manner that encouraged repeat sales and visits to the Shoppe.

Listened and provided problem resolution for customer and donor complaints to restore

and promote good community relations. Informed the District Manager of any unresolved

or potential problems. Observed and stayed current on local and regional pricing on

comparable items of clothing, housewares, furniture, antiques and jewelry offered for sale

at the Shoppe. Supervised and coordinated with District Manager to sustain the constant

movement of fresh inventory into the store. Monitored display areas to be sure they were

attractive and well stocked. As needed, acted as liaison between the Shoppe and

appraisers, donors and the general public. Informed District Manager of any problems or

potential problems. Ensured daily Shoppe deposits were tallied and matched the same

days cash register tape for the Shoppes cash, check, and credit card sales, and that the

days receipts were deposited at the end of the work period. Assisted in maintaining an

adequate number of trained volunteers and trained/qualified paid staff for the effective

operation of the Shoppe within approved guidelines. Monitored job performance and

duties of staff and volunteers engaged in sales, cash reconciliation, sales receipts,

operating records or preparing daily record of transactions, and performed job duties of

staff as needed. Established and revised The Shoppes Safety program as needed. Ensured

staff and volunteers were oriented and knowledgeable in all store safety procedures and

issues. Monitored and made ongoing inspections of store premises for safety violations

and potential problems. Ensured any safety hazards were repaired and/or dealt with to

eliminate risk. Conducted documents and maintained records of attendees and subjects

covered in safety meetings, trainings or safety discussions, including safety training as

part of the new staff and volunteer orientation. Ensured basic first aid supplies were

always available. Regularly monitored for and eliminated potential safety hazards to

prevent accidents. Ensured The Shoppe met all local, State and Federal safety

requirements. Worked independently, and as a team member, under normal supervision.

NRS Consulting Engineers (07/18/2005 - 05/06/2006) - Administrative Assistant;

Texarkana, Arkansas; Hours per week: 40

Duties: Composed correspondence, reports, forms, and other documents independently

or from notes, or general instruction from supervisor and staff. Proofread material and

corrected grammar, spelling, or word usage. Received and screened callers with

complaints or problems and directed them to appropriate party for disposition. Interpreted

company policy on routine administrative matters and explained procedures to others.

Made appointments, coordinated meetings, and scheduled conference rooms for

supervisors and staff using an on-line calendar system. Arranged hotel and airline

reservations and local travel plans for supervisors and staff. Compiled budget data from

financial records, prepared claims, maintained records of budget transfers, established

filing system for accounts payables, purchase orders, and equipment inventory.

Maintained and controlled confidential employee or departmental files. Scheduled facility

and office equipment maintenance. Developed and maintained computerized spreadsheets

and databases to enter information and generate reports. Produced, revised, and refined

formal presentation materials, using presentation software. Audited or processed expense

vouchers and bills for payments. Prepared purchase orders or requisitions. Monitored the

office-supply levels and ordered refills or replacements as necessary. Worked

independently, and as a team member, under normal supervision.

Day & Zimmerman (Lone Star Army Ammunition Plant) (04/01/1983 - 07/07/1998) -

Traffic Clerk/Administrative Clerk; Texarkana, Texas; Supervisor: Human

Resources - 903-***-****; Hours per week: 40

Duties: While serving as Traffic Clerk, prepared bills of lading for each shipment,

checked and recorded all items loaded for shipment. Posted shipments to customer orders

and calculated balance yet to be shipped. Upon completion of shipment, closed out orders

and forwarded document to production planning and accounting departments. Notified

supervisor or planning department when major discrepancies occurred, over or under

shipments had been made. Maintained other shipping records such as returnable pallets,

dunnage, etc. On shipments received, checked suppliers' count and reported discrepancies

to carrier and to purchasing office. Collected information for damage claims on in-transit

damage.

While serving as Administrative Assistant, received calls, greeted visitors, directed calls

to appropriate personnel, and also answered inquiries. Received and distributed incoming

mail, assuring Supervisor was informed of any requiring immediate attention. Reviewed

outgoing mail for completeness, accuracy, attachments, dates, signatures, complete

addresses, destinations and routed to appropriate personnel. Insured that documents were

complete and that sufficient copies were reproduced. I maintained the office on a daily

basis, setting up and maintaining office files for personnel. Answered telephone, took

messages, and/or furnished information as needed from a working knowledge of mission

operations. Communicated, expedited business operations with management, support

office through use of telephone, fax, e-mail. Maintained a central calendar of events,

activities, suspense, visits, meetings, etc. Arranged appointments as requested, set up

meetings and conferences. Planned and organized work in order to ensure all

administrative functions were performed efficiently and in order to accomplish goals and

objectives. Attended meetings and took notes when necessary. Passed on information and

directives to employees as directed. Handled Workman’s Compensation claims

paperwork. Completed First Report of Injury insuring completeness, accuracy, and

neatness. Assured form was signed by Supervisor. Consolidated all paperwork as it was

received to include First Report of Injury, medical documentation, witness statements,

etc. for forwarding to Workman’s Compensation Carrier. Worked independently, and as a

team member, under normal supervision.

EDUCATION:

College/University

University of Phoenix (07/01/2009 - Still Attending)

Phoenix, Arizona

Degree: - Major: Psychology

GPA: 3.62 Semester Hours: 30

Description: I am working towards attaining my Associates of Arts in Psychology

High School

Texas High School (08/15/1973 - 05/30/1977)

Texarkana, Texas

Degree: Diploma

ADDITIONAL INFORMATION:

TRAINING: Hazmat Certification Course; Material Safety Data Sheets (MSDS);

OSHA; Customer Service; Telephone Etiquette; Theft Prevention; Fire Drills; Fire

Extinguishers; Evacuation Procedures; Safe Lifting Techniques; Standard Operating

Procedures (SOP); Shelf Life Management; Safety Meetings; Safety Policies and

Procedures; New Hire Orientation; Equal Employment Opportunity (EEO); Sexual

Harassment; Ethics; Cultural Diversity; Microsoft Office: Word, Excel, PowerPoint,

Outlook; Windows Operating System: Windows 7; Vista, XP; 10 Key By Touch; Typing:

WPM: 98

AWARDS: J. C. Penney: Three (3) Customer Service Awards; D & Z: Certificate of

Appreciation – Traffic Department – Gator Project

REFERENCES: Furnished Upon Request

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